Cost and process diagnostics
Where the time goes, where the volume comes from, and which ten percent of contacts create half the cost.
EVX Consulting
Operations & transformation
Find out what the operation really costs before changing it.
Diagnostics, process redesign, KPI and SOP design, and migration planning — the work that has to happen before automation is worth doing.
Who this is for
For companies that suspect their operation costs more than it should, and cannot prove where.
The problem
Most operational cost is not in the obvious place. It is in the ten percent of contacts that exist because something upstream is confusing, and nobody measured it.
What this covers
Redesign before automation
A broken process automated is a broken process at higher speed.
Migration and ramp-up
How to move an operation without dropping the service level during the move.
The diagnosis
- Cost and processWhere the time goes, where the volume comes from, and which contacts create half the cost.
- Contact driver analysisWhy customers are contacting you at all — the question that reduces volume instead of absorbing it.
- KPI and SOP designIndicators someone can act on and procedures someone can follow.
The work after it
- Process redesignFixing before automating. The order is the whole method.
- AI readinessWhich parts of the process could be automated, which should not be, and in what order.
- Migration and ramp-upMoving an operation without dropping the service level during the move.
Research and voice of customer
- Customer satisfaction surveysCSAT, NPS and post-interaction surveys, executed by our own agents rather than an email nobody opens.
- Market researchQuantitative and qualitative studies designed around a decision you actually have to make.
- Multiple methodologiesPhone, email, web, SMS and in-depth interviews. Which one fits depends on who you need to reach.
- SamplingChoosing who to ask, so the answer represents the population and not whoever picked up.
- Competitive and mystery shoppingCalling the competition the way a customer would, and writing down what happened.
- Analysis and recommendationsData interpreted into a decision, not a dashboard handed over for someone else to interpret.